About the position
The Client Advocate (Account Manager) for Personal Insurance at EPIC Brokers is a pivotal role focused on delivering exceptional customer service to both clients and insurance carriers. The primary goal of this position is to retain existing clients by providing them with proactive solutions and recommendations tailored to their insurance needs. This role requires a strong commitment to client satisfaction, ensuring that every interaction is viewed as an opportunity to reinforce the client's decision to stay with EPIC Brokers. In this position, the Client Advocate will be responsible for promptly addressing client inquiries through various communication channels, including phone, mail, and email. It is essential to maintain professionalism and courtesy in all interactions. The advocate will review client exposures, loss experiences, and current coverage to provide informed recommendations. Following established protocols, the advocate will manage call queues effectively, ensuring timely responses and setting clear expectations for clients. Documentation is a critical aspect of this role, as all communications with clients and carriers must be recorded accurately and reflect the most current status. The Client Advocate will also seek new sales opportunities by cross-selling and upselling insurance coverage, thereby contributing to the agency's growth. A strong working knowledge of carrier websites is necessary to secure accurate information for clients and resolve inquiries efficiently. The advocate will conduct thorough account reviews and remarket accounts according to agency guidelines, ensuring that clients are aware of the best options available to them. Ownership of customer concerns is vital, and the advocate must utilize good judgment to escalate issues to management when necessary. Collaboration with co-workers, producers, and department managers is essential to foster a team-oriented environment. The Client Advocate will also be expected to share insurance knowledge with colleagues and take on additional responsibilities as directed by supervisors and managers, contributing to the overall success of the team.
Responsibilities
- Field and respond promptly to client inquiries via phone, mail, and email professionally and courteously.
- View every client contact as an opportunity to give our clients another reason to keep their insurance with us. Review exposures, loss experience, and current coverage. Provide proactive solutions and recommend appropriate products.
- Follow department protocol for taking the next call in the queue, return calls promptly, and set clear expectations with the client.
- Document all communication with clients and carriers promptly. Records must reflect the most current status at all times.
- Look for new sales opportunities by cross-selling and upselling coverage.
- Develop a strong working knowledge of our carrier websites and utilize the sites to secure accurate and timely information for our clients. Strive to resolve all inquiries on the first phone call.
- Deliver complete and accurate account reviews according to procedures.
- Remarket accounts according to agency guidelines. Confirm that the client's current program is the best option and if warranted, provide other options to the client.
- Assume ownership of customer concerns and feedback until the resolution is successfully accomplished. Utilize good judgment. Escalate problems to management as needed.
- Comply with all internal procedures and practices while demonstrating the ability to meet service performance and quality standards.
- Work as a team with your co-workers, producers, and department managers.
- Contribute to the team effort by openly sharing insurance knowledge with other employees.
- Take on additional responsibilities. Manage projects as directed by supervisors and managers.
Requirements
- Attained or in pursuit of a broker's license in state hired.
- Excellent organizational, communication, technology, and time management skills.
- Excellent diplomacy skills to resolve client issues.
- Strong customer service skills with an ability to assess coverage needs.
- College graduate or experience equivalent.
- Possession and maintenance of a broker's license in state hired.
Benefits
- 401K matching
- Generous Time Off Policy
- Flexible Work Options
- Medical
- Dental
- Vision
- Pet Insurance
- Cancer Insurance
- Wellness Programs
- Employee Award Programs (Trips!)
